Can I return something I just changed my mind about?
The difference between a legal right and a shop's own policy, and where each one applies.
- Difficulty
- beginner
- Time
- 15 min
- Read
- 2 min
Short answer
Online, you generally have a legal right to change your mind within 14 days of delivery. In a shop, you usually do not — returns for a non-faulty item are the retailer's own policy, offered as goodwill.
This is the most commonly misunderstood consumer rule, and the confusion runs in the direction that costs people money: assuming a shop must accept a return, and assuming an online seller need not.
Step by step
- Work out whether the item is faulty or simply unwanted.Faulty goods carry much stronger rights regardless of where you bought them. Everything below concerns items that are exactly as described but no longer wanted.
- For online orders, check the 14-day window.Distance selling rules generally give a right to cancel within 14 days of receiving the item, then a further period to send it back. You usually need to notify the seller within the window, not just post it.
- Know the online exceptions.Personalised or made-to-order goods, perishables, sealed hygiene items once opened, and downloaded digital content once you have started it are the common ones.
- For shop purchases, read the returns policy.There is no general legal right to return a non-faulty item bought in person. Most retailers offer one anyway — but it is their policy, with their conditions and their time limit.
- Keep the item in resaleable condition.You may handle goods as you would in a shop. Using them beyond that can reduce what you get back, so keep the packaging until you are sure.
- Keep proof of purchase and proof of return.A receipt, order confirmation or bank statement, and a tracked return. Most disputes are about whether the item was sent back, not whether it could be.
Tips
- Return postage for a change of mind is often yours to pay unless the seller says otherwise. It should be stated clearly before you buy.
- A refund is normally due within 14 days of the seller receiving the goods, or of you proving you sent them.
- Gift receipts are a retailer courtesy, not a right, and typically allow exchange rather than a cash refund.
Common mistakes
- Assuming a shop must accept a change-of-mind return — For non-faulty goods bought in person, there is generally no legal right. Check the policy before buying anything you are unsure about.
- Missing the notification window online — The right is to notify within 14 days. Posting the item later without telling the seller can put you outside the window.
Questions people ask
How long do I have to return an online order?
Generally 14 days from delivery to tell the seller you are cancelling, and a further 14 to return the goods. Sellers often offer longer, but that is their policy on top of the right.
Can a shop refuse a refund on a non-faulty item?
For an in-person purchase, generally yes. Their returns policy is voluntary. Faulty goods are an entirely different matter.